Customer Service Manager

Company Overview

EBR Systems, Inc. is a rapidly growing medical device company and a leading provider of innovative medical solutions that transform lives. We specialize in leadless left ventricular (LV) therapy for cardiac resynchronization (CRT), offering groundbreaking solutions that eliminate the need for traditional leads and improve patient outcomes. We are dedicated to advancing global healthcare through diverse teams, cutting-edge technology, and an unwavering commitment to quality, collaboration, and exceptional patient care.

Summary of Position

The Customer Service Manager will support the entire order processing cycle, development of system architecture, and CRM integration. This position will work cross-functionally with Manufacturing, Supply Chain, Field Sales, and Finance for successful implementation of sales tracking and order flow. This position will support and enhance the ship-to-order process, sales tracking process, and integration of new CRM system (Salesforce).  

Essential Duties and Responsibilities

• Manage order verification regarding products, product upgrades, service upgrades, demo kits, external and internal requests. 
• Manage relationships with external vendors. 
• Collaborate with internal and external teams to identify continuous process improvements and implement best practices within order management. 
• Monitor inventory levels and coordinate with Manufacturing and Supply Chain for stock availability. 
• Conduct inventory forecasting regarding back orders and lead times. 
• Address and resolve order-related issues or discrepancies to maintain customer satisfaction. 
• Work cross-functionally with Manufacturing, Supply Chain, Field Sales, and Finance. 
• Support application of CRM system to meet business needs and integrate with other business applications. 
• Maintain comprehensive documentation through MS Excel, MasterControl, and other business applications.
• Provide demand planning input based on historical sales data. 

Other Duties and Responsibilities

• Manage Field Sales with credential verification through MasterControl.
• Audit device tracking process through MasterControl and coordinate with Quality department to address errors. 
• Other duties as assigned. 

Required Education, Knowledge, Skills, and Abilities

• Associate’s degree 
• 7+ years experience within medical device or similar industry.
• Can be an equivalent combination of education and professional experience. 
• Strong understanding of order to cash workflow. 
• Strong communication skills; ability to conduct business and support via phone, email, and virtual meetings.
• Ability to integrate CRM system architecture.
• Proficiency with Microsoft Office Suite. 
• Preferred experience with NetSuite (or other ERP systems). 
• Preferred experience with MasterControl (or other EQMS).
• Well-developed time management skills.   

Compensation & Benefits

$117,700 - $151,300

EBR Systems, Inc. offers a competitive base salary, comprehensive health benefits, retirement plans, and professional development opportunities.